BSNL is our national telecom company. Their tariffs are purposefully made cheaper compared to all other telecom companies because the whole idea behind such a govt company is to make communications accessible to aam admi (common man). So the central govt gives them lots of tax payers money from time to time to "serve the public" (sic).
If you have a working BSNL phone, you are probably happy. Although you would have struggled to get hold of the connection in the first place, you forget it and move on and happily use your phone/broadband. You consider getting a BSNL connection itself as a BIG achievent, a feather on your cap, and be proud at it and live happily.
However, let me assure you that this happiness is gonna be very short lived. Phones and broadband connections develop disruptions. Thats inevitable. You might shift residence, you might want to change schemes. This is when the real struggle starts and sometimes never ends. BSNL will make sure that they do "serve" you well enough on such occasions.
Let me recount my recent experience.
I had a BSNL phone with DataOne connection. I shifted my residence recently. I shifted to another house in the same layout just 100 meters away. One week before shifting, I gave application to "shift phone" at BSNL office in Koramangala BDA complex.
A week gone. I call BSNL Mangammanpalya office which looks after my area. After about 10 to 15 attempts they pick up phone. They say no application is received yet. "Ask accounts". They gave one number: 08022458890. Lady answers - says "ok, we will forward your application today." I feel very thankful of this favor by this generous lady to a humble customer.
2 days later I call BSNL Mangammanpalya office. After about 10 to 15 attempts they pick up phone. They say application has been received. "Call lineman". They gave lineman's number. 080 20128620. I call lineman. No answer. Finally after several attempts, lineman answers. Says your new house has no DP (Distribution Point). I say my next house has lots of DPs, can you connect from there? Lineman says come and meet engineer.
I go and meet engineer the next day. Lineman hasn't come to office yet. It is 11:00AM. Engineer takes my mobile number, says lineman will call me.
Lineman never calls. I call lineman. If at all he picks up, he repeats "come and meet engineer". "What the heck", I think. I tell him I will pay bribe. He isn't impressed.
I go again. This time both engineer and lineman are present. In front of me, engineer instructs lineman to give me connection. I tell lineman politely, "sir", I have car can you come with me? Lineman says I also have vehicle I will come when I am free. I retreat politely.
A month gone. Lineman never answers my call. BSNL Mangammanpalya office repeats "call lineman". Deadlock!!!
I call BSNL grievance numbers given in their website:
080 22862345 (no answer- never)
080 25576577 (answers once in 10 attempts) - says we will look into the matter.
I have "full faith" that they indeed will "look into the matter", ha ha.
From ad posters, Deepika Padukone and Preity Zinta smiles at me and say "It works for me". I reply - "for me it doesn't work and it won't".
Recent news says BSNL made 1500 Crore loss. I am not at all surprised.
http://www.domain-b.com/companies/companies_b/Bharat_Sanchaar_Nigam0713_cag_faults.html
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